Doing Business In Japan: 10 Etiquette Rules You Should Know
"A traveler
without observation," said Persian poet Saadi, "is a bird without
wings.” The same can be said of a business traveler doing business in a foreign
country. Observing another culture's etiquette opens doors to more successful
communications. This is of particular importance when doing business in Japan,
where cultural elements can have a profound impact on decision-making and,
ultimately, on the effectiveness of a business relationship.
As Boye Lafayette De Mente said in Etiquette Guide to Japan: Know the Rules that Make the
Difference
"Japan is an example of a
country in which the code of social conduct became so formal ... and important,
that proper behavior became the paramount law of the land."
There is an element of
sophistication and worldliness to those who can effortlessly navigate in
foreign waters. It signals executive presence. It also bespeaks of a concern
for civility, grace and consideration of others, which doesn't go unnoticed. It
almost always has a boomerang effect, especially because it isn't the norm.
Many people assume that what is logical and common practice in our home turf is
also ipso facto the right path in the rest of the world. This mindset can
inadvertently work against what we are trying to accomplish. So, before packing
your briefcase to travel to Japan, it pays to spend some time to acquaint
yourself with the values and accepted behavior patterns of that country.
Adherence to protocol will give you an edge and create a favorable impression
of you and, by extension, your business.
It's also important to
understand that observance of cultural norms varies from individual to
individual within a culture. Communication takes place between one human being
and another, and not, of course, between one culture and another. So, when we
consider matters of cultural etiquette, it's prudent to approach these as
guidelines rather than gospel. When in doubt, it pays to err on the side of
conservatism.
With this in mind,
let's take a look at Japan's values and what it means for you in observing the
country's etiquette rules:
Silence is Golden
In a business setting,
silence is valued over an overabundance of talking. As Larry Samovar, Richard
Porter and Edwin McDaniel put it in Communication Between Cultures
,
"silence is linked to credibility." Silence speaks loudly about
wisdom and emotional self-control. This may run counter to our approach back at
home, where being more outgoing can facilitate communication. A more
introverted, formal approach, especially at the beginning of a business
relationship, is likely to be better received when doing business in Japan. The
Japanese have many proverbs that signal the importance that they place on
silence, such as, "The duck that quacks is the first to get
shot." Take a cue from your Japanese counterparts and tailor your
approach.
World Business Culture
, a company
that specializes in global cultural differences, made this astute observation
about silence: "In times of stress or difficulty during a meeting, the
Japanese will often resort to silence in order to release the tension in the
room and allow people to move away from the area of difficulty (to preserve
harmony which is tantamount)." Resist the urge to fill the silence with
more talk about an issue your Japanese counterpart would rather avoid at the
moment.
Group Solidarity is
Paramount
It's widely known that
Japan is a group-oriented culture—group solidarity is valued over
individualism. There is strength in the group, as the famous Japanese saying
implies: "A single arrow is easily broken, but not ten in a bundle."
This cultural mindset impacts certain behaviors such as how praise is received.
While we value individual contributions and strongly believe in recognition and
individual praise, the opposite is true in Japan. Singling out an individual in
the group for special recognition, no matter how helpful he is to you, is
likely to embarrass that individual. Always remember that the team concept is
very important for the Japanese and strive to give public credit to the entire
group.
Business Cards are
Talismans
For Japanese business
professionals, a business card (Meishi, pronounced "MAY-SHEE") is an
extension of their identity. Therefore, it's important to observe some
engrained rules of etiquette that signal respect for the person. Accept the
card with both hands, briefly read it and place it in your business card holder
if you are standing; if you are seated, place it on the table for the duration
of the meeting and then place it in your business card holder. It's considered
a big faux pas to place their business card in your back pocket or wallet. When
presenting your business card, have the Japanese-printed side facing the person
you are offering it to, and give your card with both hands. Even if you are
sitting far away from the person in a group, don't toss or push the card across
the table. Get up and walk over to them.
Age Equals Seniority
Notwithstanding the
many changes in modern Japan, age is revered in that country and can be
synonymous with rank in a business setting. A survey
of
companies in the Nikkei 225 Index shows that the CEOs of these companies were
consistently older than those of other countries, with an average age of 62.
The youngest CEO was 43. Hierarchy is paramount. Treat older executives with a
more marked deference than you do younger ones in the group you're interacting
with. For example, be sure to greet the most senior person before you greet
others. Likewise, offer your business card to the senior person first.
Hard Sell Doesn't Sell
A hard-sell approach
will not succeed in Japan. Replace the high pressure, confrontational approach
with a more gentle, persuasive presentation that showcases the virtues of what
you are proposing. Find points of agreement and build on those. Don't drive too
hard on decisions and deadlines. Understand that the Japanese decision-making
style is by consensus—trying to speed up the process may appear to be
disrespectful of their way of doing business. Rather than be impatient, try to
see the long process as an opportunity to build trust and cement the relationship.
Privacy is Valued
Japanese people are
notoriously private and reserved. As businessman Jeffrey Hays
puts
it: "Privacy is important in Japan. People can have their names removed
from phone books if they want. Windows are designed so people can't look
in." So, asking a lot of personal questions at the beginning of the
relationship—which to us is a way of building rapport—may be regarded as pushy
or rude. This might be the reason why Japan lags the world in social media
adoption. According to a 2012 article in Ad Age Digital
, only 28
percent of Japanese Internet users visit social media sites on a monthly basis,
and time spent on social networking in that country is a mere 2.9 percent,
compared to 16.8 percent in the U.S.
What You Don't Know
Can Hurt You
We all know that a
business gift exchange
is an
important tradition in Japan, especially at the first meeting. What can
possibly go wrong when giving a small gift? Many things, it seems: Flowers such
as lilies, lotus blossoms and camellias are used for funeral services and
should, therefore, be avoided. The same applies for any white flowers. Potted
plants also carry negative superstitions. And buying a set of four of anything
is deemed unlucky. The number nine is also inauspicious. Furthermore, if you
send Christmas cards, avoid red, as funeral notices are customarily printed in
red.
Chopstick Manners
Speak Loudly
Unlike on airlines,
wipe your hands only, not your face, on the damp towel (o-shibori) provided at
the start of the meal. When you serve yourself from shared dishes, if there are
no utensils for serving yourself, use the opposite end of your chopsticks to
pick up food to add to your plate. Don't use chopsticks to pierce food—pick it
up, even if it is slippery. When you finish eating, leave your place setting
close to how you found it; this means placing your used chopsticks in their
paper envelopes or holder, and replacing lids on small dishes. It may have been
quaint at one time to be ignorant about the different types of sushi. Today,
with the prevalence of sushi restaurants in North America, it pays to know some
of these differences so as not to appear unsophisticated. (Here is a brief sushi primer
. And here
is a more hardcore sushi guide
.)
Honor the Unofficial
Dress Code
The operative word
here for business clothes is conservative. Men wear conservative business suits
and blend in with the group. Women are encouraged to keep jewelry to a minimum
so as not to stand out. It is also considered in good taste for women not to
wear high heels if this results in towering over their male Japanese
counterpart. And if you wear a kimono, says Terri Morrison, in Doing Business in Japan
, "wrap
it left over right! Only corpses wear them wrapped right over left."
The Small Stuff
Matters
Observing the small
details of politeness is a big way of showing respect in Japan. For example,
blowing your nose in public, such as in a meeting room, is considered in poor
taste; best to excuse yourself and walk out. We all know about taking our shoes
off at the door, and wearing the slippers your Japanese host will provide.
However, it doesn't stop there. When invited to a Japanese home, you might have
to remove your slippers once inside if you encounter a tatami
floor—a
type of mat, which should only be stepped on with bare feet or socks. If you go
to the washroom, you have yet another pair of slippers that's reserved for use
in the washroom. Remember to remove them before going back to your seat. While
you're not expected to know all of this, it's noticed and appreciated when you
do. It simply means you've done some homework to honor your hosts. There is a
lot of goodwill in this—or as David Syrad
, CEO of AKI
Japan Ltd., put it: "Use your knowledge of Japanese business etiquette to
demonstrate your flexibility and sensibility." It will pay dividends.
